STUDY ON RELATION BETWEEN NONVERBAL COMMUNICATION AND CUSTOMER SATISFACTION IN DEALERS OF TOYOTA MOTOR COMPANY IN TEHRAN

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DOROUDI HOMA; SAMADI TABAR MONFARED ADEL

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Journal: MEDIA STUDIES Year:2013 | Volume:8 | Issue:22 Page(s): 91-101

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Information Journal Paper

Title

STUDY ON RELATION BETWEEN NONVERBAL COMMUNICATION AND CUSTOMER SATISFACTION IN DEALERS OF TOYOTA MOTOR COMPANY IN TEHRAN

Author(s)

DOROUDI HOMA | SAMADI TABAR MONFARED ADEL | Issue Writer Certificate

Keywords

CCOMMUNICATIONSQ2

NNONVERBAL COMMUNICATIONQ2

CCUSTOMERS" EMOTIONQ2

CCUSTOMERS" SATISFACTIONQ2

Abstract

This research aims at the relation between nonverbal communication and customers' satisfaction in dealers of Toyota Motor Company in Tehran. Research is correlation and descriptive and survey. Localized standard questionnaire (Jung & Yoon, 2011) their validity and reliability is confirmed is used as a research tool. Data are analyzed by inferential statistics and descriptive statistics methods by SPSS (version 20).Investigation of these references led to the conclusion that, there is a significant relation between nonverbal communication and customers' satisfaction. As well, it's confirmed positive significant relation between staffs' nonverbal communication and customers' positive emotions and negative significant relation between staffs' nonverbal communication and customers' negative emotions. On the other part it is proved that there is a significant relation between customers' positive emotions and their satisfaction. It's also appeared significant relation between customers' negative emotion and their satisfaction. As well this results of research show that the customers of Toyota motor company specify different levels for components of nonverbal communications. On the other hand on the base of achieved regression equivalence in this research, two variant of physical appearance and kinesics is effective on customers' satisfaction.

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APA: Copy

DOROUDI, HOMA, & SAMADI TABAR MONFARED, ADEL. (2013). STUDY ON RELATION BETWEEN NONVERBAL COMMUNICATION AND CUSTOMER SATISFACTION IN DEALERS OF TOYOTA MOTOR COMPANY IN TEHRAN. MEDIA STUDIES, 8(22), 91-101. SID. https://sid.ir/paper/211893/en

Vancouver: Copy

DOROUDI HOMA, SAMADI TABAR MONFARED ADEL. STUDY ON RELATION BETWEEN NONVERBAL COMMUNICATION AND CUSTOMER SATISFACTION IN DEALERS OF TOYOTA MOTOR COMPANY IN TEHRAN. MEDIA STUDIES[Internet]. 2013;8(22):91-101. Available from: https://sid.ir/paper/211893/en

IEEE: Copy

HOMA DOROUDI, and ADEL SAMADI TABAR MONFARED, “STUDY ON RELATION BETWEEN NONVERBAL COMMUNICATION AND CUSTOMER SATISFACTION IN DEALERS OF TOYOTA MOTOR COMPANY IN TEHRAN,” MEDIA STUDIES, vol. 8, no. 22, pp. 91–101, 2013, [Online]. Available: https://sid.ir/paper/211893/en

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